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Service Desk Specialist II_ Belvoir 

Category Information Technology  
  • This position requires Shift Work
  • Provide first contact and incident resolution to customers with hardware, software, and application problems, while providing polite and friendly customer service. Includes both customer telephone support as well as electronically submitted requests.
  • Attempt to resolve as many incidents during the first contact, or at Tier I. Efficiently escalate incidents to higher Tier II or Tier III when required
  • Document incident status and solutions in incident database tools.
  • Demonstrate current working knowledge of computers, printers, laptops, and common windows applications.
  • Work through various types Tier II issues with telephone assist.
  • Provide answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability.
  • Develop new concepts and processes. Analyze root causes and resolve issues. Support more junior level technicians and specialists in their activities. Performs all tasks of lower level technicians or specialists.
  • Work individually as well as actively participate on integrated teams, and may also lead a task, project or team.
  • This position requires guidance and direction from more senior level technicians, specialists, and managers only when dealing with new, uncertain situations. Provide guidance to lower level technicians and specialists.

Position Requirements


  • HS/GED + 8 years; or
  • Associates Degree + 6 years; or
  • Bachelor’s Degree + 4 years; or
  • Master’s Degree + 2 years; or
  • PhD + 0 years

Required Certifications:

  • Minimum DoD 8570 IAT Level II certified; for example, CompTIA Security+ or others
  • Computing environment certification MTA 98-349, Windows Operating System Fundamentals

Travel: Up to 10%

Clearance: TS/SCI

Full-Time/Part-Time Full-Time  
Position Service Desk Specialist Belvoir  
Number of Openings 16  
Location Fort Belvoir, VA  
About the Organization RLM Communications, Inc. with several locations in the United States, is headquartered just a few minutes away from the gates of Fort Bragg, NC. RLM is quickly growing as a small business and a leader in the community. We specialize in:
•Information Assurance, Information Technology, Intelligence, & Cyber Security
•Information Technology Infrastructure Library (ITIL) Training & Implementation
•Healthcare IT
•Systems Integration & Audio Visual Support
•Program Management & Staff Support Services

RLM is a Quality focused organization. Quality means providing the customer with excellent solutions that completely fulfill their requirements. We strive to continuously improve our processes, personnel, and services to ultimately become the government's contractor of choice. Quality is the philosophy behind all we do, our strategy for growth… it is our mission!

This position is currently not accepting applications.

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